Federal IT Service Desk Program Manager - 24x7 Ops

TEEMA

Ashburn (VA)

On-site

USD 120,000 - 180,000

Full time

7 days ago

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Job summary

TEEMA seeks a Program Manager II to lead a large-scale, mission-critical Technology Service Desk in a federal environment. You will oversee 50+ staff, ensuring 24x7 support, ITIL/HDI-aligned processes, and strong customer outcomes.

You will coordinate with Government leadership and COR, drive improvements, and report on performance metrics. Responsibilities include day-to-day desk operations, transition planning, and staff development, with a focus on service delivery and stakeholder

Qualifications

5+ years managing a 24x7 IT Service Desk with at least 50 staff.
Strong knowledge of ITIL and HDI frameworks.
Excellent leadership, communication, and problem-solving skills.
U.S. Citizenship and ability to pass required background investigation.

Responsibilities

Serve as the primary point of contact for Government leadership and the COR.
Lead day-to-day operations of a 24x7 Technology Service Desk.
Manage 50+ staff, including scheduling, supervision, resource allocation, and staffing adjustments based on call, chat, email, and ticket volumes.
Ensure service delivery follows ITIL and HDI standards and best practices.
Monitor quality, performance metrics, AQLs, operational events, and corrective actions.
Oversee knowledge management, including ~500 knowledge articles, ticket templates, and scripted responses.
Direct employee training in systems, processes, and customer-service standards.
Lead transition planning for incoming and outgoing service operations.
Prepare and present monthly Program Management Reviews, daily metrics, executive reports, and weekly performance reporting.
Drive continuous improvement in service delivery and customer experience.